Product Support Specialist
4 weeks ago
GREATLAND CORPORATION is seeking a highly motivated and experienced professional to fill the role of Product Phone Support LTE. This is a seasonal, limited-time position that requires strong technical aptitude, excellent communication skills, and the ability to multitask in a fast-paced environment.
Key Responsibilities:
- Provide exceptional customer support to external users of GREATLAND CORPORATION's cloud-based products via phone, ticketing, and live-chat.
- Respond to inbound and outbound calls, tickets, and live-chats, providing program walkthroughs, login assistance, and handling other customer support requests.
- Troubleshoot issues and utilize internal tools to provide accurate information in response to product and form-specific inquiries.
- Properly document support requests and customer interactions.
- Research and interpret errors for proper escalation handling, communicating with second-level Support staff to resolve more in-depth issues.
- Manage SalesForce and Zendesk tickets to ensure customers are communicated with and issues are resolved in a timely fashion.
Requirements:
- High school diploma or equivalent combination of education and experience.
- General technical aptitude and comfort with online applications and navigation.
- Possesses attention to detail and ability to multitask.
- Knowledgeable of various web browsers, clearing cache/cookies, and general browser settings.
- Professional oral and written communication skills with the ability to relay technical descriptions to an audience with varying levels of technical ability and understanding.
- Respect for, and commitment to, securely and confidentially handling customer information.
- Basic to proficient keyboarding/typing skill.
- Possesses critical thinking and problem-solving skills.
Working Conditions:
This is a general office environment with no hazardous or unpleasant conditions. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time.
Scope of Accountability:
This position does not have managerial responsibilities.
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